Hi,
Lost Fibre broadband and phone line Tuesday 5th January.
Engineer found fault in green cabinet down street on Friday 8th January. Couldn't fix as fault was fibre ports and he was not a fibre engineer so he put line back to copper cable so that i had phone and very slow broadband.
2nd engineer came out on Sunday 10th Jan. He couldn't fix as he said he needed a new part. He said he would get the part and return on Monday 11th by 9.00am.
No-one came out.
Contacted Talktalk and then 3rd engineer sent out on Tuesday 12th jan.
He said he couldn't fix the fault as he didn't have access to the fibre port cards in a separate cabinet next to the main cabinet.
He also said that either the port may be repairable or a new card may have to be put in as there were no spare ports to put my line into.
Talktalk said there would be an update within 72 hours.
There was no update so i rang again (yet another 30 minutes on the phone) on Friday 15th Jan.
Talktalk said my fault was now with second level engineers and i would have an update within 48 hours.
Guess what? no update.
2 weeks now passed fault not rectified and i have no idea when it will be. In the meantime i am paying fibre price for less than 3mb and cannot use catch up TV or free sky tv offer.
Does this sound like excellent customer service? i think not.
Iit is pretty obvious to me that Talktalk does not have the fibre ports available to repair my line but doesn't want to tell me in case i change provider.
Please sort this issue by the end of this week or bye bye.